ICT Business Analyst/Technical Consultant

Responsibilities

Collaborate with business stakeholders, process owners, and end-users to gather,

analyse, and document functional requirements for solutions across ServiceNow

ITSM, CSM, and HRSD modules. Translate business needs into actionable user

stories.

Engage in process discovery workshops to investigate and analyse current

business operations, service delivery practices, and workflows. Identify areas for

improvement and propose streamlined, automated solutions leveraging out-of-thebox

ServiceNow capabilities.

Evaluate existing business inefficiencies and technical pain points, and

recommend optimised workflows using ServiceNow features such as Virtual Agent,

Flow Designer, Knowledge Management, and Service Catalog.

Participate actively in Agile ceremonies including sprint planning, daily stand-ups,

sprint reviews, and retrospectives. Provide effort estimates, review and configure

assigned user stories, and give feedback to enhance team delivery.

Apply project management methodologies and agile delivery principles to support

iterative implementation of ServiceNow solutions, contributing to sprint and release

planning, backlog refinement, and milestone tracking.

Take ownership of functional configuration and deployment activities including the

creation of test plans, execution of unit and system testing, and support for User

Acceptance Testing (UAT) to ensure solution quality and alignment with business

requirements.

Develop functional and technical documentation, such as configuration guides,

knowledge articles, and system design documents. Deliver user training and

handover sessions to ensure successful knowledge transfer and adoption.

Translate business requirements into detailed functional specifications and storylevel

acceptance criteria, ensuring alignment between stakeholders, developers,

and test teams.

Use data and process modelling tools (e.g., flowcharts, swimlane diagrams) to

create clear solution specifications and validate process enhancements within

ServiceNow.

Act as a trusted advisor and technical subject matter expert, guiding customers

and internal teams on ServiceNow best practices, architectural decisions, and

product roadmap alignment.

Serve as a central point of reference throughout the project lifecycle, assisting in

decision-making, resolving technical issues, and ensuring platform governance

standards are met.

Engage directly with users to refine requirements, propose ServiceNow-enabled

solutions, and collaboratively design system behaviours that meet evolving

operational goals.

Skills and Qualifications

• 2+ years of implementation experience in ServiceNow projects

• Certified Implementation Specialist (CIS) in at least 1 of the following: ITSM, CSM,

HRSD, ITOM, GRC or ITBM.

• Experience in front-end development languages such as HTML, CSS, Angular JS,

Java and JavaScript.

• System integration experience using web services and other web-based technologies

such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP

• Experience with extending the ServiceNow schema to custom applications

• Self-motivated, work independently or as part of a team, able to learn quickly,

responsive, meet deadlines and demonstrate problem-solving skills.

• Adaptable ability to meet deadlines and deliver to changing priorities.

• Ability to capture customer requirements, translate into effective ServiceNow designs

and form build/configuration activities.

• Eager for self-learning and obtaining certifications through Partner Now Learning

Portal.

• Excellent stakeholder engagement skills in building and maintaining relationships.

• Exceptional interpersonal skills, verbal communication, and written communication.